Head of Customer Care (M/F) – CMA CGM Head Office

THE ROLE : 

The Global Experience Network (GEN) unit is a global enterprise-wide organization of over 20,000 people in over 160 countries aimed to promote Customer Intimacy & facilitate Market Agility across the CMA CGM group as One Team by providing a harmonious end-to-end journey through Innovative Solutions and Enhanced Processes.

The GEN serves its internal and external customers with its Customer Care, Global Business Services & Processes, Agency Network, Digital Agency, Operational Marketing whose primary goal together is to Enhance Customer Satisfaction, Contribute to develop the Business and Sales Performance while constantly increasing our Productivity through operational excellence.

The head of Customer Care leads the Customer Care organization globally including transversal e-commerce teams. He/she will be responsible also for bringing Customer knowledge while also monitoring the performance of all customer and related key performance indicators. The incumbent will interact with multiple internal and external stakeholders across CMA CGM with the objective to design and deploy a global Customer Experience strategy that positively impacts business outcomes and result through best-in-class Customer Experience while enabling global e-commerce.

RESPONSIBILITIES : 

• Develop the vision and agenda for the system, processes, and tools of the Customer Experience portfolio while working closely with the GBS & Processes, Commercial team, Agency Network.
• He/ she ensures the delivery of operational commitments/SLA’s while managing the KPI’s especially the NPS and TPS improvements.
• Take ownership of the continuous satisfaction, monitoring and seamless communication of all global Customer Care aspects including the voice of customers.
• Ensure the proper monitoring of Customer Experience KPI and their development.
• Design and deploy a Customer Care strategy that encourages processes optimization and continuous improvement initiatives while positively impacting Customer Experience through fast issues’ resolution.
• Support the Global Business Services strategy that creates operational and costs efficiencies while positively impacting Customer Experience.
• Build strong partnerships with key leaders and functional support partners; provide guidance and counsel to functional leads and other key leaders related to process improvement issues, opportunities, and challenges to increase Customer Satisfaction.
• Drive process readiness to support future technology from a Digital, Platform and Data perspective.
• Engage with Marketing and Sales teams to create a best in class external and internal customer experience through this portfolio.
• Manage directly high level escalations and feedback for Strategic Customers
• Prioritize the agency network needs while also attending to training and skills reinforcement.
• Program Management for all global customer care projects ensuring success of implementation.

PROFILE AND QUALIFICATIONS :

• 15+ years of experience working in Customer Service, Customer Experience, Digital Customer Solutions in a B2C environment.
• Strong customer user experience in Logistics/Shipping would be an advantage.
• Experience with large and matrix organization would be ideal
• Ability to engage a large diversity of stakeholders at different levels of the organization.
• Strong problem-solving skills with the ability to hear everyone’s opinions.
• A leading candidate should be creative and process oriented.
• Strong communication Skills.
• Ability to manage and work with multi-cultural team across geographies.

Profile description:

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